Account Specialist

RevSpring•Nashville, TN

10d

About The Position

The Account Specialist manages day-to-day customer requests and configures and implements print, email, and SMS communication solutions using RevSpring’s communication platform and related tools. The role combines customer service, technical aptitude, and project coordination to deliver accurate communications that meet customers’ business needs. As the operational point of contact for assigned customers, the Account Specialist gathers requirements, manages changes through completion, and coordinates with internal teams to resolve issues. Where assigned, the role works with Key Account Managers to share customer needs and account risks while retaining ownership of operational service and assigned deliverables. Prior configuration experience is preferred. RevSpring provides training on its platform, configuration tools, and implementation processes for candidates with strong customer service skills, attention to detail, and the ability to learn technical systems. The role includes configuring, testing, implementing, and maintaining customer communication solutions; reviewing customer data, proofs, and test outputs; coordinating customer review and approvals; troubleshooting issues; and managing requests from intake through implementation. The Account Specialist follows change control, quality, privacy, and information security procedures when handling customer data and communications. A four-year bachelor’s degree and at least two years of relevant customer-facing experience are required.

Requirements

Four-year bachelor’s degree from a college or university.
Two or more years of experience in customer support, account services, implementation, technical support, or another customer-facing role.
Ability to learn software applications, follow detailed procedures, and solve problems using analytical thinking.
Strong written and verbal communication skills, including the ability to explain issues clearly to customers and internal partners.
Strong organizational skills and attention to detail, with the ability to manage competing requests and deadlines.
Proficiency with Microsoft Office and standard business applications.
Ability to follow through, resolve issues within assigned authority, and escalate with clear context and next steps.
Ability to learn platform tools, investigate issues, and accurately apply established solutions.
Ability to check work carefully, maintain documentation, and coordinate effectively across teams.
Ability to respond constructively to changing priorities and develop skills as platform capabilities evolve.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from a variety of internal and external sources.
Regularly sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Occasionally stand and walk, and occasionally lift and/or move up to 10 pounds.
Required vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

Prior configuration experience.

Responsibilities

Serve as the primary contact for operational questions, service requests, and communication changes for assigned customers.
Understand customer communication needs, clarify requests, and set realistic expectations for scope, timing, and next steps.
Communicate progress and issues proactively, document commitments, and follow requests through completion.
Identify recurring concerns, unmet needs, and account risks; engage the Customer Support Manager and Key Account Manager as appropriate.
Gather and document business requirements for print, email, and SMS solutions within the print platform.
Configure, test, implement, and maintain communication solutions using established platform capabilities and procedures.
Review customer data files and validate required fields, formatting, and configuration against documented requirements.
Review proofs and test outputs, coordinate customer review, and obtain required approvals before production or deployment.
Troubleshoot configuration and processing issues, and engage technical teams when work exceeds platform capabilities or assigned authority.
Support approved enhancements and migrations to updated platform tools and functionality.
Manage assigned requests from intake through implementation, coordinating dependencies across Operations, Production, Product, Development, and other teams.
Prioritize work against service expectations and production timelines, and promptly escalate risks to accuracy, delivery, or customer commitments.
Maintain complete requirements, approvals, configuration details, and status updates in designated systems.
Follow established change control, quality, privacy, and information security procedures when handling customer data and communications.
Identify recurring errors and process gaps, and recommend improvements that reduce rework and improve service consistency.